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# IT Service Desk Analyst

- **Company:** EG On The Move
- **Location:** Blackburn, UK
- **Salary:** £27,000.0 - £28,500.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Business Software, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Networking Basics, TCP/IP, Information Technology
- **Published:** October 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=b8da245a15e4e333

## About the Role

* Previous experience in Customer Service, IT Service Desk, or IT Support role.
 * Strong troubleshooting skills with Windows OS and Microsoft 365.
 * Experience using ITSM or ticketing systems to manage incidents and service requests.
 * Good understanding of networking fundamentals, including DNS, DHCP, and TCP/IP.
 * Excellent communication and customer service skills, with a user-focused approach.
 * Ability to prioritise tasks and perform effectively under pressure, particularly during major incidents or system outages.
 * Knowledge of ITIL best practices, including Incident, Request, and SLA management.

## Description

As an IT Service Desk Analyst, you will provide first-line technical support to users across the business, including French-speaking sites and stakeholders. You'll manage IT incidents and service requests, ensuring they are logged, prioritised, and resolved within agreed service levels. The role involves supporting hardware, software, networks, and business applications while following ITIL best practices and contributing to continuous Service Desk improvement.
This role operates on an alternating shift rota. You will be required to work the following shift patterns on a rotational basis:

 * Friday to Tuesday, 7:00am - 3:00pm
 * Friday to Tuesday, 2:00pm - 10:00pm

What you'll do:

 * Provide first-line technical support via phone, email, remote tools, and the ITSM ticketing system, ensuring incidents and service requests are logged, categorised, prioritised, and resolved within agreed SLAs.
 * Diagnose and resolve hardware, software, operating system, Microsoft 365, and basic network connectivity issues, escalating complex or high-impact incidents where required.
 * Support user account administration, including password resets, access requests, and onboarding/offboarding activities.
 * Configure, deploy, and maintain desktops, laptops, peripheral devices, and office IT equipment, including monitors, printers, and meeting room technology.
 * Maintain accurate documentation, IT asset records, and Knowledge Base articles to improve troubleshooting, self-service, and first-call resolution.
 * Monitor ticket queues, contribute to Major Incident support, identify recurring issues, and recommend continuous service improvements.
 * Support system upgrades, technology rollouts, and IT projects in collaboration with the IT Service Operations Manager and senior stakeholders to drive business growth and operational efficiency.